Joining us as a Service Manager offers an exceptional opportunity to lead the development and management of our service management function from inception to business-as-usual (BAU) state. You'll play an integral part in driving this transformation. By applying for this role, you'll be part of an innovative and forward-thinking organization committed to delivering cutting-edge solutions to our clients. You'll work with a diverse and inclusive team, collaborate with senior stakeholders from various backgrounds across a global organization, and contribute to an equitable work environment. Your impact will be felt as you enhance IT service delivery, align services with strategic objectives, and implement inclusive practices at every step of the journey. If you're a dedicated IT professional ready to make a meaningful impact, we encourage you to apply for this pivotal role.
Join our Technology Platform team, to contribute in driving operational excellence and resilience, while building a future-fit platform for the global financial industry.
Our company progresses on making international transactions faster, smarter and better, in a constantly changing world and a competitive marketplace. New client value offerings (eg. innovation in the cross-border payments landscape), new technologies are embedded in our solutions, while our technology infrastructure and capabilities undergo transformation.
Relentless focus on the reliability and resiliency of our services and platform, is of key to sustaining our community's trust in us. We have a solid track record in terms of operational excellence (availability, reliability, security, data confidentiality, integrity…) as well as in performing strongly under exceptional circumstances, thanks to thorough issue prevention, extensive problem management capabilities, including deep expertise, a large tooling set, proven processes, and stakeholder communication.
Nevertheless, in the context of change and transformation sketched above, the company has a strong need to define and standardize our services offering and services catalogue, across platform and application layers, to achieve more effective approaches to change management, monitoring capabilities, security and resilience, and continued operational excellence.
What to expect
In this role you will:
Develop and implement transformative IT service management strategies and frameworks that align with the company's objectives, laying the foundation for a robust program. This includes refining our holistic service portfolio, aligned with industry best practice/taxonomies
Partner with the senior-level stakeholders to define key performance indicators (KPIs) that reflect our commitment to diversity and inclusion while measuring the effectiveness of IT services.
Driving the development and adoption to ITIL best practices for service management throughout the organization.
Identifying and mitigating risks to ensure the security and reliability of our services.
What will make you successful?
We are seeking professionals with:
10+ years of relevant experience in various aspects of the service lifecycle/portfolio management,
Exceptional interpersonal and communication abilities to engage effectively with diverse senior stakeholders (both technical and non-technical).
In-depth knowledge of service management principles, ITIL framework, and industry standards (including in depth understanding around the service lifecycle)
Ability to draft robust IT service policies and frameworks to then socialize across the organization for seamless adoption.
Analytical and problem-solving skills to identify and resolve service issues.
Strategic thinking and the ability to align IT services with the company's strategic goals.
Experience working in an Agile environment. Familiarity with JIRA, ServiceNow and Confluence is advantageous.
You are a team player and not afraid to roll up your sleeves to drive this transformation.
High level of autonomy and self-motivation.
